Help Desk Services

We provide internal and external help desk functions
with a single point of contact for your customers
and/or users. We use state-of-the-art technology
such as intelligent telephone systems, e-mail,
facsimile, and web forms to implement a system
of best practice for delivering first level or
“Tier 1” helpdesk services and customer support
programs.

We develop and maintain best practices in a
knowledge base and are available to assist you
to resolve repeatable problems quickly.

This approach:

Establishes a foundation for a Knowledge
Management System to house information
collected and experience gained from
troubleshooting so that it can be documented
and shared across the organization to resolve
similar recurring problems or to identify root
cause fixes that eliminate the problems
completely.

Ensures
each problem situation has only one clearly
defined problem owner with clear accountability
to manage the overall situation to an
acceptable resolution.

Ensures that service levels
are communicated to your organization
and users.

Despite the fact that we focus on creating jobs
for persons with disabilities, we do follow industry
leading practices for self-service in our Help
Desk and customer support environments. Our “Tier
0” helpdesk solution provides FAQ databases for
self-help procedures. Interactions into our system
are directed into a “search engine” of the database.
A series of guided questions lead the customer
into check-tests to dissect and analyze the problem,
and offer the solution to correct it. If the
FAQ does not provide the fix, the customer always
has the option of speaking to a Tier 1 agent
without having to disconnect and redial.

Our suggested Tier 1 technical solution provides
skills-based routing for telephone calls, faxes,
e-mails, text chats, Web call-back requests,
and voice over IP calls. By directing the call
into the contact center queue or “Automatic Call
Distribution (ACD)” we are able to “control”
the call so that simple menus can be selected
to route the call into the appropriate measure
for resolution. By selecting “password reset”,
for example, the caller is directed to the best
available skilled agent to assist the client
on password reset. If the caller selects “printer
malfunction”, an agent is assigned with the necessary
experience to service printers. There is no limit
to the number of skills that can be pre-programmed
into the queuing system. Over time the system
becomes more and more “in-tune” with the services
required. This saves both time and money by reducing
the total Tier 1 staff required and increasing
first call resolution rates.

Tier 1 agents establish or open all tickets.
If the problem can be resolved by the Tier 1
agent, the ticket is closed with the resolution
details recorded. The Tier 1 agent, as part of
his or her resolution process, incorporates the
use of remote diagnostic tools. These tools allow
the Tier 1 agent to control the customer’s PC
and to run diagnostic programs that report on
errors and recommended fixes. If the problem
requires escalation to a higher level, (Tier
2 or 3) the ticket is sent to the appropriate
technician for resolution. By insuring all trouble
tickets are “opened” by our Single Point-of-Contact
Tier 1 agents, any and all service requests are
distributed to Tier 2 and 3 service technicians
seamlessly. The customer places one request,
either by phone, fax, e-mail or web-chat, and
all directions regarding that request are issued
by the Tier 1 agent.

The helpdesk function from AbilityOne offers
the right mix of productive agents with state-of-the-art
technologies to ensure a complete multi-channel
solution. With appropriate tracking and standardized
operational practices, our services improve your
programs and resolution times.

The AbilityOne logo is a registered trademark of the U.S. AbilityOne Commission which administers the AbilityOne Program.

“Through innovation and
exceptional teamwork, this has become an
example of how highly-skilled employees
with disabilities can mesh with the existing
government workforce and meet the challenges
we face today and tomorrow.”